Information correlation system

ABSTRACT

A communication system receives a call to a called number. The called number includes a destination number and a correlation code. The communication system routes the call to a destination based on the destination number but not based on the correlation code. The communication system transfers the correlation code to the destination with the call. The communication system receives a query from the destination indicating the correlation code. In response to the query, the communication system retrieves information from a database using the correlation code and transfers the information to the destination.

RELATED APPLICATIONS

This patent application is a continuation of U.S. patent applicationSer. No. 10/642,863; filed on Aug. 18, 2003; entitled “INFORMATIONCORRELATION SYSTEM;” and hereby incorporated by reference into thispatent application.

FEDERALLY SPONSORED RESEARCH OR DEVELOPMENT

Not applicable

MICROFICHE APPENDIX

Not applicable

BACKGROUND OF THE INVENTION

1. Field of the Invention

The invention is related to the field of communications, and inparticular, to a communication system and method for correlatinginformation.

2. Description of the Prior Art

An enormous number of calls are placed daily from callers to callcenters that provide customer support services. Currently, networkconfigurations that support the customer support services includeservice platforms, interactive voice response units (IVRs), automaticcall distributors (ACDs), live agents at a call center that interactwith callers, and computers with customer databases. Of the many callsplaced each day destined for call centers, a large number are handledautomatically by the IVRs and other similar communications equipment.Often times, an IVR prompts the caller for information such as a socialsecurity number or a service requested by the caller. Based upon thecaller entered information, the call is redirected to a live call agent.After the call is transferred, the live call agent frequently mustre-prompt the caller for the previously entered information because theinformation was lost during the transfer.

One method employed to retain the information includes associating theinformation in a database with a unique transfer number typicallycomprising a toll-free 800 number. While the call is connected to theIVR through a service platform, the caller provides information over thecall to the IVR. As a part of the call transfer, the IVR sends theinformation to a database system along with the 800 number for the call.Then, the IVR initiates a call transfer through the service platformusing the 800 number. The service platform tears down the call leg tothe IVR and out-dials the toll-free 800 number. A routing system such asa network switch in the public service telephone network (PSTN) receivesthe out-dialed 800 number and transfers the call from the serviceplatform to a call center with a live agent wherein the call center isassociated with the 800 number.

At the live agent location, the transfer is received with the 800 numberout-pulsed as dialed number information service (DNIS) digits from thenetwork switch. Upon receiving the call transfer, a query indicating the800 number is sent from the live agent location to the database system.The database system retrieves the information stored in association withthe 800 number and transfers the information to the receiving system.

While this method allows the live call agent to access the callerentered information rather than re-prompting the caller for theinformation, it problematically requires unique 800 numbers for eachindividual call. Provisioning pools of 800 numbers to provide adequatecall capacity to a system is expensive, resource intensive, andinefficient. A solution is therefore desired that more effectively andefficiently correlates data for a call between two call destinations.

SUMMARY OF THE INVENTION

The invention helps solve the above problems with technology thatimproves information correlation for a call. Examples of the inventioninclude a communication system and its method of operation. Thecommunication system comprises a call processing and routing system anda data system. The call processing and routing system is configured toreceive a call to a called number that includes a destination number anda correlation code, route the call to a destination based on thedestination number but not based on the correlation code, and transferthe correlation code to the destination with the call. The data systemis configured to receive a query from the destination indicating thecorrelation code, and in response to the query, retrieve informationfrom a database using the correlation code and transfer the informationto the destination.

In some examples of the invention, the destination number comprises aten digit telephone number and the correlation code comprises a numberappended to the destination number.

In some examples of the invention, the destination number comprises aten digit telephone number and the correlation code comprises a fourdigit number appended to the destination number.

In some examples of the invention, the destination number comprises an800 number.

In some examples of the invention, the call processing and routingsystem is configured to transfer the correlation code to the destinationwith the call by transferring Dialed Number Information Service (DNIS)digits to the destination over the call.

In some examples of the invention, the destination comprises a liveoperator

In some examples of the invention, an interactive voice response unit isconfigured to collect the information from a caller placing the call.

In some examples of the invention, the data system is configured tostore the information in the database in association with thecorrelation number.

In some examples of the invention, the call processing and routingsystem is configured to receive the call from a calling system thatcomprises an interactive voice response unit.

In some examples of the invention, the call processing and routingsystem is configured to receive the call from a prior destination thatis transferring the call.

BRIEF DESCRIPTION OF THE DRAWINGS

The same reference number represents the same element on all drawings.

FIG. 1 illustrates an information correlation system in an example ofthe invention.

FIG. 2 illustrates the operation of an information correlation system inan example of the invention.

FIG. 3 illustrates an information correlation system in an example ofthe invention.

FIG. 4 illustrates the operation of an information correlation system inan example of the invention.

FIG. 5 illustrates an information correlation system in an example ofthe invention.

FIG. 6 illustrates a computer system in an embodiment of the invention.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

FIGS. 1-6 and the following description depict specific examples toteach those skilled in the art how to make and use the best mode of theinvention. For the purpose of teaching inventive principles, someconventional aspects have been simplified or omitted. Those skilled inthe art will appreciate variations from these examples that fall withinthe scope of the invention. Those skilled in the art will appreciatethat the features described below can be combined in various ways toform multiple variations of the invention. As a result, the invention isnot limited to the specific examples described below, but only by theclaims and their equivalents.

First Example Configuration and Operation—FIGS. 1-2

FIG. 1 illustrates information correlation system 100 in an example ofthe invention. Routing system 110 is connected to call processing system140, calling system 120, and first destination 130. Routing system 110could include a collection of Public Switched Telephone Network (PSTNs)elements such as a telecommunication switch. Call processing system 140comprises a Service Control Point (SCP) or similar processing system.Calling system 120 comprises an interactive voice response unit (IVR).First destination 130 comprises an automatic call distribution system(ACD) including a live operator.

FIG. 2 illustrates the operation of information correlation system 100in an example of the invention. Calling system 120 transfers adestination number and a code for correlating information entered over acall to routing system 110. Routing system 110 receives the destinationnumber and code and responsively transfers a query including thedestination number to call processing system 140. Call processing system140 receives the query and processes the destination number to determinerouting instructions for the call. Call processing system 140 does notprocess the code to determine the routing instructions. Call processingsystem 140 then transfers a query response to routing system 110 whereinrouting system 110 routes the call to first destination 130. Routingsystem 110 also out-pulses the code as DNIS to first destination 130.Routing system 110 could out-pulse the destination number with the codeto first destination 130. First destination 130 receives the call andthe code and uses the code to access the information entered over thecall.

Second Example Configuration and Operation—FIGS. 3-4

FIG. 3 illustrates information correlation system 300 in an example ofthe invention. Routing system 310 is connected to call processing system340, calling system 320, and first destination 330. Data managementsystem 350 is connected to calling system 320 and first destination 330.Routing system 310 could include a collection of Public SwitchedTelephone Network (PSTNs) elements such as a telecommunication switch.Call processing system 340 comprises a Service Control Point (SCP) orsimilar processing system. Calling system 320 comprises an interactivevoice response unit (IVR). First destination 330 comprises an automaticcall distribution system (ACD), possibly including a live operator. Datamanagement system 350 comprises a communication interface, a storagesystem, and a processing system.

FIG. 4 illustrates the operation of information correlation system 300in an example of the invention. Calling system 320 receives informationentered over a call and determines that the call must be transferredbased upon the information. Calling system 320 transfers a destinationnumber and a code to routing system 310 and also transfers theinformation and the code to data management system 350.

Routing system 310 receives the destination number and the code andresponsively transfers a query including the destination number to callprocessing system 340. Call processing system 340 receives the query andprocesses the destination number to determine routing instructions forthe call. Call processing system 340 then transfers a response torouting system 310 wherein routing system 310 routes the call to firstdestination 330. Routing system 310 also out-pulses the code as DNIS tofirst destination 330. First destination 330 receives the call and thecode.

Upon receiving the call and the code, first destination transfers aquery with the code to data management system 350. Data managementsystem 350 receives the query and processes the code to retrieve theinformation previously entered over the call and transferred fromcalling system 320. Data management system 350 transfers a responseincluding the information to first destination 330 whereby a liveoperator at first destination 330 can access the information to interactwith a caller over the call.

In this example, the destination number could comprise the first 10digits of a 14 digit 800 number in the format 800-XXX-XXXX-XXXX whereinthe last 4 digits comprise the code. Calling system 320 would post-pendan 800 number with the code to form the 14 digit 800 number and out-dialthe 14 digit number to routing system 310 using standard signaling overstandard trunks between routing system 310 and calling system 320.Routing system 310 is configured to receive 14 digit numbers.

Alternatively, a virtual private network (VPN) destination number couldrepresent the destination number and the code. Once the calling systemdetermines the call needs to be transfer, the calling system out-dialsthe VPN destination over a dedicated trunk from calling system 320 torouting system 310. The trunk will have an associated authorization codethat will map to a specific set of on-network numbers unique to aservice associated with calling system 320. The on-network numbers aremaintained in call processing system 340. A first potion of the VPNdestination would identify first destination 330. A second portion ofthe VPN destination could represent the code. For example, the first 3digits of a 7 digit VPN destination would identify first destination 330and the last 4 digits would identify the code.

In another alternative, a 700 number could represent the destinationnumber and the code. In such a case, the 700 number would carry theformat 700-XXX-XXXX. Digits 4-6 would identify first destination 330 anddigits 7-10 would comprise the code. Routing system 310 would decode the700 number with pre-translations manually entered and supported inrouting system 310.

Third Example Configuration and Operation—FIG. 5

FIG. 5 illustrates information correlation system 500 in an example ofthe invention. Routing system 510 is connected to service control point(SCP) 540, first caller 501, second caller 502, enhanced serviceplatform 521 (ESP), interactive voice recognition unit (IVR) 522, firstcall center 531, second call center 532 and n^(th) call center 533.Integrated call manager (ICM) 550 is connected to IVR 522, first liveoperator 531, second live operator 532, and n^(th) live operator 533.Routing system 510 could include a collection of Public SwitchedTelephone Network (PSTNs) elements such as a telecommunication switch.Call centers 531, 532, 533 comprise automatic call distributors (ACDs)and live operators. ICM 550 comprises a communication interface, astorage system, and a processing system.

In operation, routing system 510 connects a call from caller 501 throughESP 521 to IVR 522. ESP 521 monitors the call for call triggers such asa transfer command. IVR 522 interacts with first caller 501 over thecall to collect caller information such as a social security number. IVR522 determines that first caller requires a transfer to a live operatorat call centers 531, 532, 533. IVR transmits a transfer commandincluding a destination number and a first code. IVR also transfers thefirst code and the information collected over the call to ICM 550. ICM550 stores the information in association with the first code.

ESP 521 recognizes the transfer command and out-dials the destinationnumber and the first code to routing system 510. Routing system 510receives the destination number and the first code and sends a query toSCP 540 including the destination number. SCP 540 receives the query andprocesses the destination number to determine routing instructions forthe call transfer. SCP 540 determines the routing instructions based onvarious factors such as the geographical location of first caller 501 orthe capacity of call centers 531, 532, 533.

In this example, SCP 540 sends a response to routing system 510indicating routing instructions to first call center 531. Routing system510 receives the routing instructions and connects first caller 501 overa second call leg to first call center 531. Routing system 510 alsoout-pulses the first code as DNIS digits to first call center 531 whichtransmits a query to ICM 550 with the first code. ICM 550 receives thequery and processes the first code to retrieve the associatedinformation previously received from IVR 522. ICM 550 transfers aresponse including the information to first call center 531. At firstcall center 531, an ACD routes the call to a live operator forinteraction with first caller 501. The live operator can access theinformation previously entered by first caller 501 rather than re-promptfirst caller 501 for the information.

Continuing with this example, second caller 502 initates a call to IVR522. Routing system 510 routs the call through ESP 521 to IVR 522. IVRcollects information from second caller 502 and sends the informationand a second code to ICM 550. ICM 550 stores the information inassociation with the second code. IVR 522 also transmits a transfercommand including the destination number and the second code to ESP 521.In this case, the destination number for the call from second caller 502is the same destination number as for the call from first caller 501.ESP recognizes the transfer command, tears down the call leg to IVR 522,and out-dials the destination number and the second code to routingsystem 510.

Routing system 510 receives the out-dialed destination number and secondcode and transfers a query including the destination number to SCP 540.SCP 540 receives the query, processes the destination number todetermine routing instructions for the call, and transmits a queryresponse to routing system 510 with the routing instructions. Routingsystem 510 receives the response and connects second caller 502 tosecond call center 532. Routing system 510 also out-pulses the secondcode as DNIS digits to second call center 532 which responsivelytransmits a query to ICM 550 with the second code. ICM 550 receives thequery and processes the second code to retrieve the associatedinformation previously received from IVR 522. ICM 550 transfers a queryresponse including the information to second call center 532.

At second call center 532, an ACD routes the call to a live operator forinteraction with second caller 501. By this configuration and operation,the live operator can access the information previously entered bysecond caller 502 rather than re-prompt second caller 502 for theinformation. Furthermore, the configuration requires only onedestination number rather than a pool of destination numbers asdescribed in the background.

In this example, the destination number could comprise the first 10digits of a 14 digit 800 number in the format 800-XXX-XXXX-XXXX whereinthe last 4 digits comprise the code. IVR 522 would post-pend an 800number with the code to form the 14 digit 800 number and send an in-bandtransfer command to ESP 521 with the extended 800 number. ESP wouldout-dial the 14 digit number to routing system 510 using SS7 signalingover standard trunks between routing system 510 and ESP 521.

Alternatively, a virtual private network (VPN) destination number couldrepresent the destination number and the code. Once IVR 522 determinesthe call needs to be transferred, IVR 522 sends an in-band message toESP 521 with the VPN destination. ESP 521 out-dials the VPN destinationover a dedicated trunk to routing system 510. The trunk will have anassociated authorization code that will map to a specific set ofon-network numbers unique to a service associated with ESP 521 and IVR522. The on-network numbers are maintained in SCP 540. A first potion ofthe VPN destination would identify first destination 531. A secondportion of the VPN destination could represent the code. For example,the first 3 digits of a 7 digit VPN destination would identify firstdestination 531 and the last 4 digits would identify the code.

In another alternative, a 700 number could represent the destinationnumber and the code. In such a case, the 700 number would carry theformat 700-XXX-XXXX. Digits 4-6 would identify first destination 531 anddigits 7-10 would comprise the code. Routing system 510 would decode the700 number with pre-translations manually entered and supported inrouting system 510.

Computer System Configuration—FIG. 6

FIG. 6 illustrates computer system 600 that could be used to implementaspects of the invention. In particular, computer system 600 could beused in information correlation system 100, 300, or 500 and othersimilar information correlation systems. Computer system 600 includesprocessing system 610, storage system 620, software 640, first interface630, and second interface 650. Storage system 620 stores software 640.Processing system 610 is linked to first interface 630 and secondinterface 650. Computer system 600 could be comprised of programmedgeneral-purpose computers, although those skilled in the art willappreciate that programmable or special purpose circuitry and equipmentmay be used. Computer system 600 may use a client server architecturewhere operations are distributed among a server system and clientdevices that together comprise elements 610-650.

First interface 630 could comprise a network interface card, modem,port, or some other communication device. First interface 630 may bedistributed among multiple communication devices. Processing system 610could comprise a computer microprocessor, logic circuit, or some otherprocessing device. Processing system 610 may be distributed amongmultiple processing devices. Second interface 650 could comprise akeyboard, mouse, voice recognition interface, microphone and speakers,graphical display, touch screen, or some other type of user device.Storage system 620 could comprise a disk, tape, integrated circuit,server, or some other memory device. Storage system 620 may bedistributed among multiple memory devices.

Processing system 610 retrieves and executes software 640 from storagesystem 620. Software 640 may comprise an operating system, utilities,drivers, networking software, and other software typically loaded onto ageneral-purpose computer. Software 640 could also comprise anapplication program, firmware, or some other form of machine-readableprocessing instructions. When executed by the processing system 610,software 640 directs the processing system 610 to operate as describedfor information correlation systems 100, 300, and 500.

1. A method of operating a communication system, the method comprising:receiving a call to a called number that includes a destination numberand a correlation code; routing the call to a destination based on thedestination number but not based on the correlation code; transferringthe correlation code to the destination with the call; receiving a queryfrom the destination indicating the correlation code; in response to thequery, retrieving information from a database using the correlationcode, and transferring the information to the destination.
 2. The methodof claim 1 wherein the destination number comprises a ten digittelephone number and the correlation code comprises a number appended tothe destination number.
 3. The method of claim 1 wherein the destinationnumber comprises a ten digit telephone number and the correlation codecomprises a four digit number appended to the destination number.
 4. Themethod of claim 1 wherein the destination number comprises an 800number.
 5. The method of claim 1 wherein transferring the correlationcode to the destination with the call comprises transferring DialedNumber Information Service (DNIS) digits to the destination over thecall.
 6. The method of claim 1 wherein the destination comprises a liveoperator
 7. The method of claim 1 further comprising collecting theinformation from a caller placing the call.
 8. The method of claim 1further comprising storing the information in the database inassociation with the correlation number.
 9. The method of claim 1wherein receiving the call comprises receiving the call from a callingsystem that comprises an interactive voice response unit.
 10. The methodof claim 1 wherein receiving the call comprises receiving the call froma prior destination that is transferring the call.
 11. A communicationsystem comprising: a call processing and routing system configured toreceive a call to a called number that includes a destination number anda correlation code, route the call to a destination based on thedestination number but not based on the correlation code, and transferthe correlation code to the destination with the call; a data systemconfigured to receive a query from the destination indicating thecorrelation code, and in response to the query, retrieve informationfrom a database using the correlation code and transfer the informationto the destination.
 12. The communication system of claim 11 wherein thedestination number comprises a ten digit telephone number and thecorrelation code comprises a number appended to the destination number.13. The communication system of claim 11 wherein the destination numbercomprises a ten digit telephone number and the correlation codecomprises a four digit number appended to the destination number. 14.The communication system of claim 11 wherein the destination numbercomprises an 800 number.
 15. The communication system of claim 11wherein the call processing and routing system is configured to transferthe correlation code to the destination with the call by transferringDialed Number Information Service (DNIS) digits to the destination overthe call.
 16. The communication system of claim 11 wherein thedestination comprises a live operator
 17. The communication system ofclaim 11 further comprising an interactive voice response unitconfigured to collect the information from a caller placing the call.18. The communication system of claim 11 wherein the data system isconfigured to store the information in the database in association withthe correlation number.
 19. The communication system of claim 11 whereinthe call processing and routing system is configured to receive the callfrom a calling system that comprises an interactive voice response unit.20. The communication system of claim 11 wherein the call processing androuting system is configured to receive the call from a priordestination that is transferring the call.